Various Online Casino Staff and Their Responsibility

Posted by Otto on November 25, 2015

Setting up an online casino might look easy to some people but it’s not. It’s a laborious and intensive process where the owners must jump through a myriad of legal hoops before a jurisdiction grants a license.

In this article I’m going to discuss the various staff that’s involved in running a cyber casino and each persons responsibility within the company.

Key Employees/CEO

Hardware and Software Technicians

Technical Support and Operations Personnel

Customer Support

Fraud and Surveillance

Marketing Employees

Finance and Accounting

Internal Audit

Non-Gaming Staff

Directors

Shareholders

1. Key Employees/CEO

At the helm of the web casino is the Chief Executive Officer (CEO). The CEO manages all gaming operations, ensures efficiency of the company’s website, establishes internal policies and rules.

”John Geenen, current CEO of the brand has proven himself to be an expert in the field of SEO, brand development, website traffic growth and affiliate marketing.” Fruity Casa Casino

The CEO’s responsibility can be two fold: Managing the business aspect of the operation and acting as its chief technology officer (CTO). The CTO ensures that the operator is accessible at all times, manages financial risk, budget and financial planning, record keeping and data analysis. He must also ensure that the website maintains its anticipated traffic and the software and hardware implemented must meet regulatory standards.

Because executives have access to the company’s financial information, they have the ability to manipulate the data. This is why it’s important that the operator receives an intensive licensing review. Individuals can be designated by regulation in different ways. For example, the Kahnawake Gaming Commission stipulates that key personnel like the CEO, CFO, COO, CTO and office manager must be licensed. In Malta, licensed directors within the company must be Maltese residents.

2. Hardware and Software Technicians

Software engineers play an integral role within the company. They write computer code for every aspect of the website, code for the randomness/probability of the casino games, code to direct the movement of money between accounts and reporting functions.

Once the software is implemented, except for follow up releases and fixing bugs, software engineers are no longer needed. Managing the software now falls into the hands of the technical operations personnel.

3. Technical Support and Operations Personnel

In the e-commerce world the technical support staff is divided into various levels. Level 3 personnel are highly skilled system administrators and support engineers. Level 2 personnel are not as skilled as level 3, but they have some technical training. Whereas level 1 personnel are not tech savvy at all but they interact with the casinos’ customers. Technical personnel ensure that the website is safe for players and that the integrity of the gaming operation is not compromised.

4. Customer Support

The support staff interact with the casino’s customers and resolve any issues that may occur. Common customer queries are about the site’s promotions, its games and handling payment disputes. In the long-run, if support is good it helps with brand recognition.

5. Fraud and Surveillance

This department prevents players from cheating and finding loopholes within the gaming software. By looking at the return of each game; the fraud department detects which players are colluding and prevents them from stealing money from other players. Since identity theft and credit card fraud are on the rise the latest anti-cheat software must be implemented by them.

6. Marketing Employees

The marketing department is responsible for the creation and implementation of driving traffic to the casino. The marketing director is in charge and forges a close-knit relationship with affiliates. The marketing director installs a rewards programs, develops promotions, search engine optimization and banner advertisements.

7. Finance and Accounting

The finance department, spearheaded by the Chief Financial Officer (CFO) makes financial decisions that must be compliant with the company’s internal policy. He monitors the project to generate positive cash flow and prevents employees from transferring gaming funds into their own accounts.

8. Internal Audit

The role of the internal audit department is to analyze the online gambling site’s transactions. Internal auditors, determine if the departments are following accounting rules, custodial policies and control procedures. Audit clerks verify the accuracy of revenue and expenditure figures, correct discrepancies and prepare reports about daily online operations.

9. Non-Gaming Employees

It’s important that a cyber casino hires non-gaming employees too. The company’s website must have employees that manages its servers. Such roles are isolated from the actual game play and must be certified. The reason why certification is important; employees might be ‘tempted’ to manipulate the random number of the games (RNG) or player accounts.

Except for certain computer service employees, non-gaming employees are normally at the lower end of the spectrum. Regulators must make computer service employees that have access to software a higher regulatory priority.

10. Directors

When it comes to the execution of corporate policy, directors must use their best judgement. Their duties include employing competent officers, determining employee salaries and benefits as well as solving financial matters. Directors are often described as inside or outside. An ”inside” director is a board member who is an employee or significant shareholder within the company.

On the other hand an ”outside” director is not an employee. They’re hired because of their industry knowledge or experience. They are objective, make informed decisions and bring diverse experience to the company’s decision making processes. Because they’re independent they have less impact on the daily management of the company.

11. Shareholders

Every single business has a concept of equity ownership. In the corporate world the most common form of business entity is the equity held by shareholders. An attractive feature of a public-traded corporation is that it has the ability to raise capital through a public offering. A public company’s stock is attractive to investors because it usually provides liquidity. LeoVegas online casino is a prime example. The company is listed on the Swedish stock exchange the Nasdaq.

Online casinos that trade publicly must balance their regulatory concerns with market realities. iGaming jurisdictions can do this by setting thresholds at which operators must apply for a gaming license. Some jurisdictions do not distinguish between private and public companies. The Kahnawake Gaming Commission requires the suitability of each individual who owns more than 10 percent. Antigua sets the bar at 5 percent.

Conclusion

I hope that you now have some insight into the various personnel that’s involved with an online casino. To run an operator successfully each employee within the company must have their own skill set and expertise.